Finding an order
Look up an order by number, customer email, date, or status.
Most customer enquiries start with "I'm calling about my order…". Here's how to find the order quickly in Vendure.
The quickest route: order number
If the customer has their order number (usually a reference like FT12345 or similar, sent in the order confirmation email):
- In the sidebar, click Sales → Orders.
- At the top of the orders list, use the search bar.
- Paste the order number and press Enter.
The order opens directly.
Finding by customer email
If the customer doesn't have their order number but you have their email address:
- In the sidebar, click Customers → Customers.
- Search by email address.
- Click the customer's record to open their profile.
- Scroll to the Orders section. All their orders are listed with date, total, and status.
- Click the order you need.
This is often faster than searching Orders directly, because you can see the customer's full history in one place.
Browsing recent orders
To see what's been placed recently (for example, to check how busy the morning has been):
- Go to Sales → Orders.
- By default, orders are sorted newest-first.
- Use the filters at the top to narrow down:
- State — e.g. PaymentAuthorized, PaymentSettled, Shipped, Cancelled.
- Date range — placed in the last 24 hours, this week, etc.
- Total — useful for finding high-value orders or potential fraud.
Understanding order status
The status column on the orders list tells you where an order is in its journey:
| Status | What it means |
|---|---|
| AddingItems | Customer has started a basket but hasn't checked out yet. |
| ArrangingPayment | Checkout in progress, payment being taken. |
| PaymentAuthorized | Payment is confirmed but not yet captured — order is ready to fulfil. |
| PaymentSettled | Payment is captured. Fulfilment can proceed. |
| PartiallyShipped | Some items have shipped; others are still being picked. |
| Shipped | All items have shipped. |
| Delivered | The carrier has confirmed delivery (if tracking integration is in place). |
| Cancelled | The order has been cancelled. Refunds, if any, will be on the order record. |
Exact labels may vary by storefront. If you see something unfamiliar, hover for a tooltip or ask your Flowtech account manager.
What you can do from an order
Depending on your permissions, the order page lets you:
- See the full item list, prices, and totals.
- View shipping and billing addresses.
- Add notes visible to internal staff.
- Issue refunds.
- Mark items as shipped.
- Cancel an order.
Refunds and cancellations are permanent and visible to the customer (they receive emails). If you're not sure, check with a manager or customer service lead first.
When you can't find an order
- Double-check the order number for typos —
Ivs1,Ovs0. - Check the customer's email address — they may have used a different one from the one they told you.
- Ask the customer for the date and approximate total — these narrow a search fast.
- If none of that helps, the order may have been placed on a different storefront (if your company runs several) — ask your account manager which one to check.